ComplaintsforClub Pilates
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Complaint Details
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Initial Complaint
03/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I needed to cancel my membership effective February 1st. and was seeking an email address to submit my 30-day written notice. Despite checking their website and mobile app, I couldn't locate any contact information. Numerous attempts to reach Club Pilates ************* by phone went unanswered back in December. It wasn't until January 8th that my call was finally taken by the general manager, *************************. She explained that due to being understaffed, they had been unable to respond to calls. Moreover, she stated she would only acknowledge my cancellation notice from the days prior to our conversation, rather than from January 1st.I urged her to review the voicemail records to verify the numerous calls and messages I had left, and I emailed her the screenshots of my calls requesting that she honor January 1st as my cancellation date since I had already paid for the entire month. She insisted that there was only one call recorded under my name from two days before. I pointed out that she might have overlooked my calls since my phone is registered under my husband's last name than the one I used for my Club Pilates membership, suggesting she might have been checking the wrong name.Despite my requests to escalate the matter to upper management, she declined. To my astonishment, I received an email from her on January 22nd, abruptly stating, "I have chosen to cancel you effective immediately for one reason only. Negativity is like cancer, it is toxic."This response not only displayed extreme unprofessionalism but also used inappropriate language in dealing with a client. Furthermore, my membership was terminated without my knowledge, despite my full payment for ******** and she refused to issue a refund for the unused portion of the month. Today, I received an email from her that she will no longer respond to my emails. Please help me with my refund for 10 days, from January 22nd that she cancelled my membership until 31st. Again, I paid in full for ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.